Announcing Phone System Integration with Superior Propane

The Phone Screen Pop module utilizes ADD’s portfolio of API (Application Programming Interface) services, SmartConnect^®, to pull information from Superior Propane’s phone system into ADD’s back office software. As a call is received, the Phone Pops API automatically ‘pops’ the customer information on the screen for the incoming caller allowing the Customer Service Representative (CSR) to begin assisting the customer immediately. This saves time and allows the CSR to help more customers in a given period. The seamless process reduces call time and enhances the end customer’s overall experience.

Project Lead at Superior Propane, Judy Owad was pleased with the results, sharing that “we want to give our customers the best customer service possible, while also functioning as efficiently as possible. ADD’s SmartConnect integration with our phone system helps us achieve that.”

ADD Systems’ John Coyle, Vice President of Sales said “the phone pop API is just one of the many tools we offer to increase efficiency through automation. Saving our clients’ CSR’s time relaxes the CSR so they can focus on their customers’ needs, improving both customer and employee satisfaction. Customers appreciate when CSRs have their account information at hand and don’t have to ask the same questions over and over.”

The Screen Pop functionality is an extension of ADD System’s SmartConnect^®, SmartConnect’s portfolio of web services empowers developers to create new applications or interface existing third-party applications to ADD Energy E3^®.

About Superior Propane^®

Superior Propane has been Canada’s leader and trusted propane supplier for more than 65 years. Superior has the largest distribution network to serve homes and businesses around the country. They are changing the propane industry by offering digital solutions that make managing propane easier and more convenient for customers.